Guest Post by Chris Childers, from Velaro Live Chat Software. As this blog recently shared via infographic, a speedy resolution in multi-channel customer service is arguably the most impactful factor in customer satisfaction (a staggering 65% of customer complaints pertain to slow issue resolution times!). Live chat garners a leading 73% satisfaction rate, as compared […]
My good friend, Mike, owns a BMW R80/7 motorcycle and recently needed some repairs. “Last time I took it to ‘XYZ Cycle Service’, but I just can’t get myself to go back there,” he groaned. “They’re supposedly the best in town, but they were downright rude. They said they were ‘extremely busy’ and to just […]
Contact centers have evolved over the years, and are still evolving to meet changing customer demands and expectations. It wasn’t too long ago when customers were required to call into a contact center for the most basic of reasons, whether it was to update their address, pay a bill, or get general information regarding a […]
April was Customer Loyalty Month, and we held a contest to collect customer loyalty program success stories. We wanted to know: What types of customer loyalty programs do companies build? How are the programs designed, and what are the results? We drew a random winner from the result submissions. Superior Grocery was the lucky winner, […]
We write a lot about what it takes for companies to deliver exceptional customer experiences. We advocate for robust training that is relevant and ongoing, for seamlessly integrating omni-channel services, for monitoring important KPIs, and, of course, for knowing who your customers are and their expectations when interacting with your self-service features and/or contact center […]
Do you remember the Obama/McCain presidential campaign of 2008? Obama presented himself as the candidate who was forward looking and cast McCain as the candidate who represented the past. This future/past dichotomy is actually one we see in contact centers in how data is collected, analyzed and synthesized. Many software systems that are used by […]
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